Interactions history - Outbound

Outbound allows you to view the list of outbound interactions you handled, in a time period, along with the selected information about them:


The outbound table displays the following:

Start time  -  The date and time that the interaction started.
End time  -  The date and time that the interaction ended.
Campaign  -  The campaign the interaction is assigned to.
Business outcome  -  The interaction outcome.
Contact Id  -  The number attributed to the contact on the Contact Management.
Connected  -  If the interaction was interaction was established, if it reached the contact.
Session outcome  -  If the interaction was considered done, failed or if it was rescheduled.
Media type  -  The media type of the interaction.
Media recording  -  The media recording status.


On the Outbound homepage you can:


To view an outbound interaction detailed information:

  • Click on the desired interaction's row. The detailed page is displayed:


On the outbound interaction detailed information page, you can:


To access the recording

  • On the recordings card:
  • Click on IH_inbound_recordingsbutton.png to open the recording viewer pop-up window:
Note: If a session has multiple recordings, you can watch them all at the same time.


To delete the recording

  • On the recordings card, click on Outbound_importContacts_lists_options.png and select Show recording details:
  • A pop-up window displays the recording:
  • Click on Outbound_cws_delete.png, on the desired recording, to delete it.
  • Click on DELETE, on the confirmation pop-up window, to proceed.
Note: Delete recordings is available for the following media types:
  • Audio
  • Video
  • Email


To access the detailed information

On the right side of the screen, there is a interaction list:

On the list you have the following fields:

  • Start time - The date end time the interaction started.
  • End time - The date and time the interaction ended.
  • User - The user that handled the interaction.
  • Media type - The interaction media type.
  • Media outcome - If the interaction reached the destination or not.
  • Direction - The direction of the interaction (inbound or outbound).
  • To - The location that received the interaction.
  • Duration - How long the interactions lasted.


To edit the information displayed:

  • Click on settings_icon.png to open the settings pop-up:
  • On the pop-up:
    • Click on the check box of the information you want displayed.
    • The selected columns have a Settings_pop-up_check.png and are presented on a list on top.
    • The unselected columns have a Settings_pop-up_uncheck.png and are present on a list below.
    • Click SAVE to apply changes.


The columns to be displayed include the following fields:

  • Agent released - true or false, details who ended the call (agent or client)
  • Alert - time the call was on alert before being answered by the agnet
  • From - identifies where the interaction came from
  • Audio recorded - true or false, the audio that was recorded
  • Busy - time the agent was busy
  • Help - time the agent was being helped by a supervisor
  • Hold - time the call was on hold
  • Listening - true or false, the interaction was being listened to
  • IVR time - time spent on IVR (park time)
  • Queue - time spent on queue
  • Queue outcome - outcome of the interaction
  • Media Recording -true or false, indicates if audio was recorded
  • Screen recorded - true or false, indicates if screen was recorded 
  • Shelve - time the interaction spent on shelf
  • Wrapup - time spent on the wrapup of the call


To refresh the information displayed:

  • Click on Users_REFRESH.png.


To filter the information displayed:

  • Click on Users_filter.png.
  • Select a category from the drop-down menu.
  • On the selected category, click on Users_filtericon.png.
  • Select the desired itens.
Note: Click on Users_filternot.png to delete the filter.
  • On the filter IH_inbound_interactionlisttimeintervalmenu.png, select the desired time interval, from the drop down menu:
  • Click IH_inbound_interactionlisttimeintervalapply.png to proceed.
    Note: It is possible to filter deleted agents, campaigns and business outcomes. If the entity is deleted, the filters appear with a [x] in italic.
    Tip: Request in Interaction history can be cancelled by clicking on any filter or the clear button.